Advisor - IT Service Delivery

3 days ago

Hamilton, New Zealand Te Wānanga o Aotearoa Full time

**Newly created role that’ll determine and implement IT service excellence for our kaimahi (employees).**:

- ** Lead business continuity planning and major incident management.**:

- ** Free health and life insurance, generous leave provisions plus additional leave based on length of service, free car parking.**:

- ** A whanau-friendly workplace with flexible work arrangements and work-from-home option.**

**About us**

Te Wānanga o Aotearoa (TWoA) is New Zealand’s second largest tertiary institution, and we’ve been providing transformational education opportunities to New Zealanders for over 35 years. Our vision of **‘Whānau transformation through education’** drives our commitment to being at the forefront of tertiary education underpinned by Māori culture and values.

Ko ngā uara (our values) are woven throughout the actions we take to achieve great outcomes for our tauira (students) and kaimahi (employees):

- ** Te Aroha**:Having regard for one another and those for whom we are responsible and to whom we are accountable.
- ** Te Whakapono**:The basis of our beliefs and the confidence that what we are doing is right.
- ** Ngā Ture**:The knowledge that our actions are morally and ethically right and that we are acting in an honourable manner.
- ** Kotahitanga**:Unity amongst iwi and other ethnicities; standing as one.

**About the role**

The **Advisor - Service Delivery** will lead the development of service excellence, and will contribute significantly to ongoing service management, including holding the primary lead role for development and ongoing execution of Change, Problem, and Major Incident Management.

The Advisor role will be a collaborative bridge between Taupārongo (IT) and other kaimahi (staff) and will provide coaching to Service Operations and other Wānanga staff to enhance effective and efficient provision of service to all kaimahi. Additionally, this role will lead Disaster Recovery and Business Continuity Planning, provide project coordination support and assist with service reporting. With a sound understanding of the needs of our varied stakeholders, the role will assist in turning user requirements into actionable mahi, and will have significant responsibility in holding external providers and internal teams to account for timely, quality delivery of outcomes.

**About you**

In this role, your proven experience in service desk management, the ITIL framework, and incident/problem resolution will mean you’re familiar with the technical challenges and opportunities in this space as you develop a roadmap for service excellence. You’re expertise in information technology will also span infrastructure, security and data management, and you’ll be familiar with disaster recovery and business continuity planning and execution.

As the conduit between Taupārongo and our kaimahi, you’ll be a strong relationship builder, someone who’s easily able to build rapport with others, and you’re able to communicate technical information and solutions in a way that is easily understood by people with varying digital capability.

As a kaupapa Māori organisation, your willingness to participate in cultural activities and develop an understanding of Āhuatanga Māori (values, culture and tikanga) is desirable.

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